Product Manager, Patient Experience

🕒 July 2

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FamilyWell Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

⚕️ Healthcare Insurance

🏥 Healthcare

🧘 Wellness

Healthcare Insurance • Healthcare • Wellness

FamilyWell Health is a healthcare company that specializes in providing integrated behavioral health services for pregnant and postpartum individuals. By incorporating mental health support into obstetric practices, FamilyWell aims to address the significant number of women experiencing perinatal mental health issues. The company's services are covered by insurance, allowing obstetric clinics to offer easily billable care while improving patient outcomes through timely access to mental health resources and support.

📋 Description

• Design the Experience: Apply a design lens to patient-facing touchpoints—including digital interfaces, communication templates, and onboarding materials • Own Patient NPS & Satisfaction Measurement: Design, run, and iterate on our Patient NPS program—from survey cadence to follow-up workflows • Conduct Patient Research & Interviews: Conduct regular qualitative user interviews with our perinatal patient population, applying trauma-informed and culturally sensitive research practices • Map & Improve the Patient Journey: Identify and document patient experience pain points across the full care journey (intake, scheduling, therapy, transitions, offboarding) • Collect & Amplify Patient Stories: Build and manage a systematic process for collecting patient testimonials and success stories • Support Partner Success & Clinic Collaboration: Partner with the Partner Success team to understand how FamilyWell’s OBGYN clinic partners experience the program on behalf of their patients • Lead Patient Repair & Issue Resolution: Serve as the solution engineer for FamilyWell’s patient repair function—the process by which patients report problems or concerns via phone, email, or other channels

🎯 Requirements

• 3–7 years of experience in patient/customer/user experience, UX research, or a closely related field • Background in design (UX, service design, or product design)—you can both conduct research and translate it into tangible improvements • Demonstrated experience running NPS or other structured feedback programs • Strong qualitative research skills, including conducting user interviews with real users • Exceptional communicator—able to translate patient voices clearly to clinical, product, and operational stakeholders • Empathy and sensitivity when working with patients navigating mental health challenges during a vulnerable life stage. • Experience working in healthcare, digital health, or behavioral health settings (preferred) • Familiarity with perinatal mental health (postpartum depression, perinatal anxiety, etc.) (preferred) • Experience with tools such as Healthie, HubSpot, Spruce, or similar healthcare/CRM platforms (preferred) • Knowledge of HIPAA requirements and privacy considerations in patient research (preferred)

🏖️ Benefits

• Health insurance • Paid time off • Flexible work arrangements • Professional development